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Ember Capital Group · 17 hours ago

Head of Operations & Growth

United States

Full-time

Remote

Lead/Staff, Director/Executive

5+ years exp

Ember Capital Group is a rapidly growing company in the BPO and remote staffing industry, providing sales, service, and fulfillment teams for U.S.-based businesses. They are seeking a Head of Operations & Growth to oversee daily operations, optimize systems, and drive revenue growth while launching new products and services.

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Responsibilities

Own daily operations across sales, service, and fulfillment

Ensure consistent client delivery, performance, and quality

Proactively identify and resolve issues before escalation

Build and maintain scalable SOPs across the organization

Optimize unit economics, utilization, margins, and output per agent

Implement dashboards and reporting across sales, delivery, and retention

Continuously improve workflows, tooling, and accountability systems

Own revenue growth initiatives in partnership with ownership

Increase revenue per client through upsells, cross-sells, and new offerings

Reduce churn and improve retention through operational excellence

Identify operational leverage points that unlock revenue growth

Identify and validate new service offerings and industry verticals

Design products from scratch: What we sell, Who we sell to, Pricing and packaging, Sales process, Fulfillment and QA

Oversee launches from inception through full delivery

Ensure new products scale cleanly without breaking operations

Lead with clarity, structure, and accountability

Set KPIs and performance standards across teams

Deliver clear weekly and monthly reporting to ownership

Qualification

Operations LeadershipRevenue GrowthProduct DevelopmentBPO ExperienceSystems OptimizationKPI ManagementDecisive LeadershipIndependent OperationCalm Under Pressure